This position is within the Fisher BioServices business unit of Thermo Fisher Scientific and develops, mentors, and manages the functional and administrative activities of the Client Services Project Managers (PM), Associate Project Managers (APM), and Project Support Associates (PSA) within Commercial Services Division to ensure all project deliverables, service level requirements, timelines and budgets are met. This position will organize, develop and deliver training as required to facilitate the continuous growth and development of staff consistent with the Project Management Competency Model, global expansion and harmonization of Client Services to achieve department performance objectives and career path goals and objectives for each employee. This position will implement project management principles and tools into standard work and will develop infrastructure and processes to enhance department performance and will ensure that all Fisher BioServices SOPs, GMPs, and business practices are adhered to by all direct reports.
Responsibilities:
 Demonstrate and promote the company vision
 Apply GMPs in all areas of responsibility
 Establish processes and procedures for global project management and customer service consistent with organizational and client requirements
 Hire, train, and supervise department staff as needed to support global harmonization
 Develop goals and objectives for direct reporting staff and provides coaching and mentoring leading to successful results

Responsible for communicating goals and objectives as well as performance indicators through consistent, one on one communication and performance reviews
 Build relationships with clients and serves as the escalation point for client issues
 Responsible for high profile, complex projects and customers
 Ensure projects are set up, launched, executed, and completed with all deliverables on schedule
 Initiate the involvement of the appropriate departments and maintains continuous communication with those departments for internal process improvements as well as for specific projects
 Direct one and one contact is with all internal departments as well as external customers, vendors and possibly investigator’s sites
 May also be required to communicate with multiple areas of Fisher Corporate, including internal auditors, Human Resources, Contracts and Senior Management
 Oversee the process for the development and implementation of client specific work instructions that meet client requirements
 Manage, review and close out customer complaints and deviations in a timely manner
 Administer CAS/CVS customer net promoter survey tools and develop action plans
 Oversee the preparation and delivery of various notifications and reports for clients
 Meet with clients as required - responsible for hosting customer visits, conference calls, and meetings in line with new and existing business and/or Master Services Agreements
 Responsible for monitoring work activities of Project teams to ensure all parties are providing superior customer service and are operating within Fisher SOPs and CGMPs
 Assist project teams in critical decision making, communicating scheduling and resource needs and overall customer correspondence
 Assist in performing investigations and resolve conflict both internally and externally.
 Ensures accurate, final billing information is consistently provided by project teams and that all Accounting regulations are adhered to by direct reports
 Responsible for developing and tracking departmental metrics leading to process improvement
 Participate in the preparation of the yearly budget for the department and monitor monthly financial reports to ensure the department’s revenue and profit goals are met
 Participate with other managers in developing plans and objectives for their departments
 Assist Sales and Marketing, Technical Services and the Contracts Departments in the development and implementation of contract amendments, renewals and specialized pricing proposals for clients
 Participate in the implementation of customer pricing policies

Acts as the point of escalation and coordination for the customer and the project team members ensuring appropriate issue identification, resolution and risk management.
 Defines and tracks metrics; maintains unified Dashboards and reports on global project / program progress.
 Provides global financial information (forecast revenue, reporting).
 Leads project close out activities.
Minimum Qualifications:
 Excellent communication skills (verbal/written) - Ability to write reports, business correspondence, and procedure manuals
 Ability to effectively present information and respond to questions from groups of managers and clients
 Ability to work with mathematical concepts such as probability and statistical inference, and standard business metrics
 Must possess the ability to define problems, collect data, establish facts, and draw valid conclusions Excellent Interpersonal skills
 Ability to plan and complete work under tight deadlines
 Excellent organizational skills
 Trained, qualified or experienced trainer
 Proficient with Windows, Microsoft Office Suite, MS Project, Visio, and/or other database applications
 Financial knowledge (budget preparation, reading financial spreadsheets, pricing development)
 Knowledge of Clinical Trials, Biorepository/biobanking and Operations Management

Education/ Experience:
 Bachelor’s degree from a four-year college or university
 Requires at least 7 years of experience as a Project Manager

Requires 5+ years of management experience in a clinical trial or biobanking/biorepository, customer facing or client services role
 PMP Certification is preferred